Booking.com Customer Service Issues

I made a reservation at the Crown Inn in Blockley for the nights of September 15th and 16th. Unfortunately, shortly after arrival, my husband had an accident and injured his arm. Despite the language barrier with most of the staff, the man at Reception called an ambulance for us. We were taken to Moreton in the Marsh hospital. After breakfast on Sunday the 16th, we decided to go back home due to my husband's pain. I was surprised that no first aid was provided by the hotel staff except for calling the ambulance. The cleanliness of the room after the incident was also lacking. While the hotel itself was comfortable, the communication issues with the staff were evident. I hope to receive a response to this concern soon. Thank you.

I recently had a terrible experience at the Hotel Sitges [redacted] listed on your site. From the moment we arrived, the room was not ready, smelled horribly, and was dirty. The lack of toiletries, unhelpful staff, and poor cleanliness made our stay unbearable. Despite our complaints, nothing improved; stained bedding, no drinking water, black fungus on the ceiling, and unprofessional staff were constant issues. The receptionist was consistently rude and unresponsive to our needs. I feel misled and disappointed that Booking.com has not addressed my complaints effectively. I am attaching proof of my payments and photos of the unacceptable conditions at the hotel. I urge you to remove such properties from your listings, compensate me for the lack of service, and penalize the hotel for their misleading practices. I hope my concerns are taken seriously and addressed promptly.

I believe I was misled by Booking.com. I was promised $40.00 cashback on my next reservation using a "unique link." I made a booking on August 31st using the provided link and received a notification confirming the $40.00 refund. However, when I tried to claim it, I was informed it was invalid due to a prior booking not using the same link. Despite sending emails with screenshots as evidence and speaking to a customer service representative, my concerns were dismissed abruptly. This situation feels deceitful, and as a loyal customer, I feel let down. I intend to escalate this matter to the B.B.B. and will present the evidence I have, including the booking confirmation and communication from Booking.com. All I expected was for Booking.com to fulfill their promise and refund me as agreed.

I have been attempting to modify my check-out date at Alpine Heritage Motel in Goulburn, NSW for over two weeks now. Each time I try to enter the new date, I am prompted to check availability, but the website seems to freeze and nothing further occurs. I have reached out via email, which was directed to Alpine Heritage Motel. Their response instructed me to handle the matter through booking.com. My phone calls to the motel also redirected back to the property, leading to frustration among the staff. I would appreciate guidance on how to properly adjust my check-out date since my attempts to communicate directly with the motel have not yielded any solutions.

I received an email as a Genius member promising $80 back on my next trip. After booking a hotel, I didn't receive the $80 discount. When I contacted customer service, they requested a screenshot of the booking to prove I used the provided link. It's frustrating as I don't typically take screenshots when making reservations. I followed the link from the email and booked as directed. It's disappointing to be accused of trying to cheat. The customer service representative's behavior was unacceptable. When I asked for their name, they abruptly ended the call. I've been a loyal user of booking.com for quite some time, but this experience has left a negative impression, and I am considering taking my business elsewhere.

Trip Number: [redacted]4 I currently have hotel and flight reservations for Hawaii from 10/8/18 to 10/15/18. The reservation is at Kuhio Village 609A, Honolulu, HI [redacted]. Unfortunately, my wife was hospitalized last week with a respiratory condition. Although she has been discharged, she still requires oxygen for breathing support. We are waiting for her specialist appointment on 9/27/18 to determine her treatment plan. Due to this uncertainty, I would like to postpone our trip to Hawaii to allow her time to recover. The trip was meant to be a special vacation for her 72nd birthday, so we are hoping to reschedule for December (10-17) or whenever the hotel has availability. We are willing to be flexible with the new dates. Once the hotel arrangements are confirmed, I will contact the airline for any necessary changes. We are looking forward to our trip to Hawaii and hope that by December she will have fully recovered. I will provide an update after her specialist appointment. Thank you. Willie S.

Regarding CONFIRMATION NO: [redacted] and the price match guarantee offer, I want to address the lack of response to my request made in reference to a lower rate found on Agoda.com. Despite sending proof screenshots through email as instructed, I have not received any reply in the past 3-4 days. This lack of communication contrasts sharply with the prompt and satisfactory response I received from Hotels.com. Kowloon Shangrila advised me to reach out to you directly. I urge you to handle this situation promptly and with care, as my experience so far has left me disappointed with the customer service provided. I expect a resolution that aligns with the standards of customer satisfaction I anticipate from your company. Sincerely, Evelyn S. Michael Isip

I canceled my reservation, and the cancellation fee was waived. I have emails stating there would be no charge for canceling the reservation. However, the hotel still charged me for the rooms. When I contacted the hotel, they mentioned they are unable to refund me until Bookings.com instructs them to do so. The reservations in question are: Reservation 1: [redacted] Canceled Reservation 1: [redacted] In an email, it stated: "We contacted Aliante Casino + Hotel to cancel your reservations without any penalties." Despite this, Aliante has not issued a credit to my payment method. This is my second attempt to resolve this, and I am disappointed by the lack of resolution.

My spouse and I are residents of Pawleys Island, SC. Following Hurricane Florence striking our region and necessitating evacuation to Atlanta, GA, we are now faced with protecting our home from the imminent floodwaters stemming from the excessive rainfall in NC. Despite lacking flood insurance, we secured a reservation at Seaside Retreat in Litchfield By The Sea as a precaution. I acted promptly due to its proximity for easy access to our residence. Although I made the reservation on Monday, I discovered on Tuesday that the hotel was offering discounted rates of $49/night to Hurricane Florence evacuees, which I was not eligible for since I booked through Booking.com. My reservation for four nights amounts to over $[redacted]. Currently, we have not utilized the room as we are preoccupied with fortifying our home against the flooding threat. There have been reports indicating that the flooding may not be as severe as anticipated, providing some relief, although neighboring houses in our area have experienced flooding. I am kindly requesting a refund for the discrepancy between the rate we paid and the reduced rate for evacuees. I have noticed other companies extending discounts and accommodations in light of the hurricane's impact. We are still on alert until Friday, uncertain of the situation. We have already incurred expenses in safeguarding our property. I hope you will consider and review my request. Your understanding would be greatly appreciated. Many thanks, Joy C.

I made a reservation at the inn in Alamo from September 28-30, believing I could cancel without a fee by 9/27. On 9/26, I reached out to the hotel directly to cancel my booking. They assured me that since I cancelled within 24 hours, there would be no fee and promised to send a cancellation confirmation. However, I received an email from booking.com stating that a $[redacted] charge may apply. Confused by the conflicting information, I am considering keeping my reservation if I will indeed be charged a fee despite my understanding of a no-fee cancellation policy. Additionally, I have a separate booking for a hotel in Austin which I can cancel for free before 11:59 pm on 9/26 or incur a $75 charge if I cancel after 12 am on 9/27. I seek guidance on my cancellation dilemma. Thank you, - S. W.

On September 26 at 11:33 PM, I was notified by Booking.com that Dorsett Mongkok, Hong Kong was unable to process my credit card payment, prompting me to update my payment information. I swiftly updated my card details, only to receive another email from Booking.com instructing me to reach out to the hotel regarding my booking status. By September 27 at 1:00 AM, after contacting Dorsett Mongkok, Hong Kong, I learned that the mismatch between the guest names listed (Nicholas Lo & Justin Lo) and the cardholder's name (Goretti L Lo) was the reason my payment couldn't be processed. To rectify this and secure my room, I need to adjust the guest name to match the cardholder's information. Despite requesting the hotel to make this change during my call, they directed me back to Booking.com to facilitate the alteration, as the booking was made through their platform, and they are unable to amend it themselves. I kindly ask for an update on my booking status and provide the following details: Booking Confirmation Number: [redacted] PIN Code: [redacted]

I have yet to receive a response regarding my recent stay. I understand prices can vary, but the accommodations I was promised were not upheld. We were given a subpar room in an apartment building across the street. The rooms lacked working radiators and hot water, making it uncomfortable for my children, especially my one-year-old. The kitchen was broken, the shower smelled, and the cleanliness was extremely poor. The noise from outside was disruptive starting early in the morning. I kindly request a refund for the unsatisfactory conditions we experienced during our stay. Thank you, Mr. D. Feel free to contact me via email or phone.

I recently stayed at Dilina Guesthouse in Agios Nikolaos, Crete. The owner attempted to hold my passport for the duration of my visit, insisting on returning it only when I leave. I reminded her that she is only entitled to take down details of the passport for recording purposes, not to keep the physical passport. She explained that she has been doing this for five years to ensure payment upon departure, even though each room has a safe for security. After insisting on the return of my passport, she reluctantly complied. I believe Booking.com should address this issue with the owner to stop this illegal practice, or customers may assume that Booking.com supports it.

Subject: Disappointing Experience at Embarcadero in Newport, OR Hello, I want to bring to your attention some issues with my recent stay at Embarcadero in Newport, OR. The room I booked did not match the advertised amenities. The listing mentioned a cottage with an in-room jacuzzi and a washer and dryer, but the reality was quite different. The shared jacuzzi and distant laundry facilities were not as expected. My card was also charged prematurely. Gary Grant, the manager, will be reaching out to address these concerns. Although our checkout is approaching, I wanted to highlight these discrepancies. I have been informed that Vacasa and Bookings.com are accountable for accurate advertising and addressing such discrepancies. Thank you, Warren C. Jr.

Hello, I recently reserved a room at the Hilton in Sunrise, Fort Lauderdale through booking.com with confirmation number 1[redacted]74 for Nov 15-18. Unfortunately, I cannot make these dates due to a medical issue. Though I booked a non-refundable double room, I would appreciate it if my reservation could be canceled under the circumstances. Hilton has kindly agreed not to charge me for the booking but advised me to contact booking.com, the platform where I made the reservation initially. I can provide a medical certificate if necessary. Thank you for your understanding and I await a favorable response.

I stayed at the Estudios Pelayo Guesthouse with confirmation number [redacted], pin [redacted]. Upon arrival, a staff member informed us of a double booking and relocated us to a different apartment without proper amenities. The apartment was on the 4th floor without an elevator and lacked basic bedding. Despite assurances, the bed was not made, and the linen provided was inadequate with stained sheets. Attempts to contact the staff member for assistance were unsuccessful. Additionally, the apartment did not meet the promised three-bedroom accommodation as described. We stayed for three nights, but the overall experience was unsatisfactory. We are requesting a refund and suggest removing this location from booking.com based on our experience and feedback from others. Regards, Raewyn D. I have photographic evidence of the room condition and bedding.

I recently made a hotel reservation with a non-refundable policy, but unfortunately, within an hour I mistakenly canceled it. I am reaching out for assistance as I am unable to afford losing $1,[redacted], especially since I won't be benefiting from it as there is no holiday and no refund. As a senior citizen, I admit I sometimes struggle with technology which led to this expensive error. I have already contacted the hotel, but they were unable to help. I find it unjust that the hotel is keeping the full amount when the rooms were only reserved for an hour, and the stay was scheduled for the end of October. Any support in resolving this issue would be greatly appreciated. The reference number for the booking is [redacted]PIN4126.

During a recent trip to Canada from Oregon, I came across the Riverland Inn and Suites in British Columbia on your website. The motel's actual rates were not close to the advertised $71/night. Despite this, with their support, I attempted to make a reservation through your site. Unfortunately, the booking was made for the following day due to a system error, causing a lot of confusion. After contacting the motel and an agent, I had to cancel the reservation. Eventually, I managed to secure a room for $[redacted].17, significantly higher than the initial price. This experience was frustrating, and I am hesitant to utilize the services of Booking.com in the future.

During our recent trip from Oregon to Canada, we found the Riverland Inn and Suites in British Columbia on your website. The advertised price of approximately $71.00 per night was not honored by the motel. Despite attempting to book online through your site, the reservation was mistakenly made for the next day. With the motel's assistance, I contacted an agent and cancelled the reservation due to this technical issue. Eventually, after a confusing and exhausting experience, I ended up booking a room directly with the motel for $[redacted].17, significantly higher than the originally advertised rate. This ordeal has left me feeling hesitant about utilizing Booking.com in the future.

We had initially made a reservation at the Luxury Waterfront and Pool View Apartment and received confirmation twice. Subsequently, we were asked to rebook through Airbnb due to booking issues with booking.com. Upon checking Airbnb, the price was higher, so we opted to keep our booking with booking.com. Unfortunately, we recently received an email stating that there was a double booking, and our reservation for October 12th had to be canceled, which was planned for my wife’s birthday. This situation is very disappointing, and we are seeking compensation for the inconvenience. The email we received included a request for direct payment or booking through Airbnb due to alleged issues with Booking.com. The email also contained bank details for direct deposit if we chose to pay directly. We are sharing the details as follows: NAB Account Name: Eden Super Fund BSB: [redacted] Account Number: 74-[redacted] Once payment is made through Airbnb or received directly, we were informed that further stay details would be provided. Regards, M.